Policy Service Agent

AIS Insurance

Policy Service Agent providing customer service for AIS Insurance in a remote call center environment. Handling customer inquiries and maintaining insurance policies.

Posted 6/25/2026full-timeRemote • Alabama, Alaska, Arizona, California, Colorado, Connecticut, Florida, Hawaii, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Montana, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming • 🇺🇸 United StatesJuniorMid-Level💰 $44,500 - $70,777 per yearWebsite

About the role

Key responsibilities & impact

Under moderate supervision, works in a fast-paced professional call center environment providing excellent customer service to customers on both inbound and outbound calls.
Services and assists in maintaining existing Private Passenger Automobile, Homeowner and Commercial policies.
Work and complete all applications and processes necessary to tend to customer concerns and inquiries in an expeditious manner.
This involves utilizing in-depth understanding of products and underwriting guidelines to collect customer information, evaluate and properly address individual risks including counseling customers on coverage or quoting additional lines of business; auditing and following up with customers to ensure completion of applications, open issues and policy changes, and provide policy verification as needed; servicing and maintaining existing accounts via phone with multiple carriers in multiple states, to include quoting/cross-selling/up-selling of insurance products as well as handle all policy inquiries and changes.
Interact with Underwriters to respond to general questions or resolve complex underwriting policy issues.
Resolve general billing inquiries and process basic payments.
Utilize in-depth understanding of related products and systems knowledge to complete tasks independently and in a timely manner; completes project work as assigned.

Requirements

What you’ll need

Knowledge of customer service skills/customer-focused sales; strong persuasive ability required.
Extensive knowledge of state-specific underwriting guidelines and Mercury’s underwriting protocols.
Broad knowledge of Company policies and procedures
Proficiency in Microsoft applications (Word, Excel, Outlook, etc.) and the ability to effectively utilize internal computer systems and applications
Strong attention to detail and excellent organizational skills
Strong written and verbal communication skills
Strong technical skills
Strong customer service skills and the ability to interact with our customers as well as our internal business units in a professional manner
Ability to work in fast-paced environment, multi-task, be able to prioritize workflow, and organize various communications in a timely manner as needed
Ability to analyze customer needs, problem solve and make sound business decisions.
High School diploma or its equivalent
Bachelor's degree a plus
Active Resident General Lines Property & Casualty (P&C) license required
Must be eligible to obtain licensing in all states
Ability to obtain an appropriate P&C equivalent license in other Mercury states as required
2 years of directly-related Property & Casualty Insurance experience in a call center and/or customer service environment
Bi-lingual (Spanish) preferred, but not required
Mercury Insurance Group experience a plus

Benefits

Comp & perks

Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Professional development & promotional opportunities
Education assistance and training programs
Company recognition program
Mental wellbeing and caregiver support resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service skillssalesunderwriting guidelinesMicrosoft WordMicrosoft ExcelMicrosoft Outlooktechnical skillspolicy changesbilling inquiriesProperty & Casualty Insurance

Soft Skills

persuasive abilityattention to detailorganizational skillswritten communicationverbal communicationmulti-taskingprioritizationproblem solvingsound business decisionsprofessional interaction

Certifications

Resident General Lines Property & Casualty licenseBachelor's degree